FTE Loss due to non-productive codes

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FTE Loss due to non-productive codes
I am trying to calculate what our FTE loss is on a monthly basis due to non-productive codes, wrap up, unscheduled break etc. I have the total time spent off phones and the number of occurrences but I am having trouble equating that to FTE #s. Assuming 8 hrs a day, 5 days a week.

Get the ratio
If you know the total hours scheduled for month (less sickness in this case) then why not divide in the time off phones. This should give you a good indicator

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